Manager, WFM AI Capabilities, Insights & Integration

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

TD General

Pay Details:

$96,900 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

*A preferred candidate has been identified

JOB DESCRIPTION

This people leader role leads the development and integration of AWS-based AI capabilities, workforce insights, and analytics across the Workforce Management (WFM) ecosystem. The team will translate WFM data and operational needs into practical AI-enabled capabilities, performance insights, and decision support that improve how WFM and business teams plan, manage, and optimize the workforce.

The role owns the WFM data and insights pipeline, including how workforce data is sourced, connected, governed, transformed, and made available for reporting, analytics, AI use cases, and performance management. The focus is not solely on technical data integration, but on integrating insights across WFM platforms and enterprise data sources to create a consistent view of workforce performance and enable measurable business outcomes.

The successful candidate will combine people leadership, strong WFM platform knowledge, analytics expertise, and hands-on experience with AWS AI capabilities. They will bridge WFM, business, data, and technology teams to move opportunities from concept to operational use, while ensuring solutions and insights are scalable, reliable, well governed, and adopted across the function.

As part of Enterprise WFM, the successful applicant will build and lead a high-performing team, establish standards for WFM data and insights, and advance the practical adoption of AWS-based AI, advanced analytics, and automation. External experience applying AI and analytics in operational environments will be highly valued.

CUSTOMER

Partner with WFM, business, data, and technology teams to identify, prioritize, and operationalize AWS AI-enabled capabilities and workforce analytics use cases

Translate workforce data and operational challenges into actionable insights, performance measures, AI capabilities, and decision-support solutions

Lead the integration of insights across WFM platforms, AWS capabilities, and enterprise data sources to provide a consistent view of workforce performance

Ensure insights and AI-enabled capabilities are practical, trusted, clearly understood, and embedded into day-to-day planning and operational decision-making

Provide subject matter expertise on WFM platforms, workforce data, analytics, performance measurement, and AI capability enablement

Maintain awareness of emerging AWS AI and analytics capabilities and assess their practical application within WFM

SHAREHOLDER

Own and advance the WFM AI, insights, and analytics roadmap, with a strong emphasis on AWS-based capabilities and measurable business outcomes

Own the WFM data and insights pipeline, including data sourcing, connectivity, quality, governance, transformation, and availability for reporting, analytics, and AI use cases

Establish consistent WFM performance measures, data definitions, and insight standards across the function

Ensure AI and analytics solutions are scalable, reliable, secure, cost-effective, and aligned with technology and data governance requirements

Manage risks related to data quality, model and insight reliability, cloud implementation, privacy, and operational impact

Partner with Technology, Data, HR, Finance, and Operations to align priorities and deliver AWS AI-enabled use cases and workforce insights

Identify opportunities to improve productivity, reduce manual effort, strengthen performance management, and enable faster decisions through AI, automation, and analytics

EMPLOYEE / TEAM

Lead, coach, and develop a team accountable for WFM AI capabilities, workforce insights, analytics, and the WFM data pipeline

Set clear accountabilities, priorities, and performance expectations, and create an environment of ownership, collaboration, and continuous improvement

Build team capability in AWS AI, WFM platforms, workforce analytics, data management, and insight storytelling

Attract, develop, and retain talent with the technical, analytical, and operational skills required to advance the WFM strategy

Promote strong partnerships and knowledge sharing across WFM, business, data, and technology teams

Foster a culture that balances innovation and pace with disciplined governance, quality, and responsible AI practices

BREADTH & DEPTH

Strong understanding of WFM platforms, workforce data, operational performance measures, and contact centre environments

Hands-on experience shaping and operationalizing AWS-based AI, analytics, or automation capabilities

Experience leading workforce insights and analytics, including the connection of data across multiple platforms and enterprise sources

Understanding of data pipelines, data quality, governance, cloud connectivity, APIs, and how data supports reporting, analytics, and AI use cases

Ability to move between people leadership, strategic planning, stakeholder management, and practical execution

Works across multiple systems, business units, and stakeholder groups to align priorities and drive measurable outcomes

Influences technology, data, and operational decisions through strong WFM knowledge and evidence-based insights

EXPERIENCE AND / OR EDUCATION

Undergraduate degree or equivalent experience

5+ years of experience in WFM technology, workforce analytics, AI enablement, data and insights, or a related field

People leadership experience, including coaching, performance management, talent development, and leading delivery through a team

Hands-on experience with AWS AI capabilities, cloud-based analytics, or AWS-related contact centre technologies

Experience with WFM platforms such as NICE, Verint, Amazon Connect, or comparable enterprise workforce technologies

Experience developing workforce insights, performance reporting, analytics products, or decision-support capabilities

Knowledge of WFM data pipelines, data models, APIs, cloud connectivity, data quality, governance, and system architecture

Experience with SQL and/or Python is a strong asset

Strong understanding of contact centre and workforce management processes, measures, and operational decision-making

External experience implementing AI, analytics, or cloud capabilities in production environments is strongly preferred

Experience in financial services or another regulated industry is preferred

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our client